Product Specialist – AI-Driven Tech Support

Jones Lang LaSalle Incorporated; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

JLL is seeking a Product Specialist-2 to support multiple applications within our technology organization, providing SME product insights and user support across the region. You will resolve user issues, document resolutions, and contribute to product delivery by translating requirements into actionable improvements.

You will work across time zones, deliver end-to-end training, and help ensure a high-quality user experience through UAT, knowledge management, and continuous process enhancements.

Qualifications

• 3+ years of product support experience.
• 2+ years in large cross-functional organizations.
• Proven commitment to excellence in customer support.
• Experience with data-intensive enterprise apps.
• Experience supporting internal users across markets.
• Committed to continuous learning.

Responsibilities

• Actively resolving user-facing support cases, chats, and phone calls for supported product(s).
• Actively investigating and troubleshooting user issues to establish root cause.
• Managing and accelerating all back-end hand-offs and providing one seamless message/resolution touchpoint to end users and clients.
• Documenting case resolution and leveraging existing documentation to ensure consistent experience for end users.
• Translating business requirements and feedback through the enhancement/defect process for technical team members, informing the product delivery process as required.
• Creating and developing Generative AI prompts to enhance project delivery and drive efficiency across different areas of the organization.
• Building and contributing to internal training materials and user guides to ensure a consistent experience for end users; delivering end-to-end training for their product(s).
• Maintaining in-depth expertise of supported product(s), including core functionality, product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners.
• Executing UAT testing practices prior to business user testing to ensure a more stable experience for end users.
• Recommending updates to support best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data for the supported user group.
• Delivering against operational service benchmarks such as response time, handle time, resolution time, and CSAT scores, while also impacting product metrics like adoption, NPS, and user engagement.
• Continuously building and maintaining in-depth knowledge management materials, including product-related business operations, processes, system integrations, and support workflows.
• Executing escalation protocols on the back end while maintaining a seamless experience for the end user.
• Maintaining knowledge of custom report development for ad hoc requests, auditing, and data verification.
• Straddling time zones to support users in multiple locations and working weekends as needed to support product releases.

Skills

Product support

Cross-functional

Data driven

Customer focus

Detail oriented

Job description

JLL is seeking a Product Specialist-2 to support multiple applications within our technology organization, providing SME product insights and user support across the region. You will resolve user issues, document resolutions, and contribute to product delivery by translating requirements into actionable improvements.

You will work across time zones, deliver end-to-end training, and help ensure a high-quality user experience through UAT, knowledge management, and continuous process enhancements.